Manager, Customer Connections Planning
2 months ago
WORK ILLUSTRATION:
The Manager, Customer Connections Planning & Technical Analysis, reporting to the Director, Customer Connections & Key Account Services is responsible for implementing and maintaining systems, processes, procedures and vendor support for the technical analysis required to support customer connections projects and estimates. Acts as a single point of contact for approved customer connections projects. Leads the planning, execution and reporting for the development of customer offers and agreements to connect to the organization's distribution system, working with internal stakeholders and customers. Maintains repository of technical requirements for customer connections projects and creates reporting to summarize outcomes, aligning to organizational and departmental reporting as required. Leads projects/initiatives to enhance or improve the process to support customer connections project technical analysis, including modifications to existing or implementation of new systems or processes to meet customer, distribution system or regulatory demands.
The incumbent is expected to behave ethically and follow the established code of business conduct, policies and internal control procedures, laws and regulations governing Toronto Hydro
KEY RESPONSIBILITIES:
- Leads the planning, execution, governance, forecasting and reporting of the Customer Connections end-to-end process to improve the overall experience for customer connection projects and leads the planning, execution and reporting for the development of customer offers and agreements to connect to the organization's distribution system
- Manages a team of internal resources and external vendor services providers (based on technical requirements) to oversees the creation of project estimates and prepares documentation
- Maintains repository of technical requirements for customer connections projects and creates reporting to summarize outcomes, aligning to organizational and departmental reporting as required.
- Works with stakeholders in Legal and Operations, develops terms and conditions for all types of "offers to connect", leveraging standard terms, conditions, making required modifications on a project-by-project basis as required
- Manages the issuance of job quotations on behalf of the execution teams including locating the customer payments with Accounts Receivable and develops project quotation and high-level project timeline for inclusion in agreement.
- Leads the Settlement, economic evaluation, estimation and refund processes
- Leads projects/initiatives/working groups to enhance or improve the process to support customer connections project technical and financial analysis, including modifications to existing or implementation of new systems or processes to meet customer, distribution system or regulatory demands
- Acts as single point of contact to customers for all approved low and high voltage customer connections and oversees project closure activities and tracks, monitors and reports results to achieve in-service completion and final customer payments.
- Responsible for continuous improvement of processes and systems to enhance customer experience and operational excellence.
REQUIREMENTS:
- Bachelor Degree or College diploma in Engineering (Electrical discipline preferred)
- Five (5) years professional experience (utility industry preferred); experience in business process redesign, analysis of business processes and identifying areas for improvements and development of new processes
- Three (3) to five (5) years progressive project leadership and/or supervisory experience.
- Three (3) years experienced in a customer focused role
- Certified Engineering Technologist (CET) or Professional Engineer (P.Eng) preferred
- Project Management Professional Certification (PMP) (Preferred
- Experience in a high volume, fast paced environment preferred
- Strong knowledge of the electrical distribution system, utility design, civil infrastructure, construction standards and operations
- Strong knowledge of corporate IT systems and databases including GEAR
- Strong understanding of analytics tools/methodologies and reporting; high level knowledge and experience with Tableau and Alteryx preferred
- Proficiency with MS Office
- Ability to handle complex situations, and resolve difficult or non-routine issues
- Demonstrated experience in performance measurement and quality monitoring
- Experience in process optimization, design, mapping and successfully rolling out new processes to the organization
- Highly analytical with strong influence and negotiating skills and solid business judgement
- Well-developed stakeholder engagement and communication skills
- Strong project management skills (requirements gathering, solution design and implementation)
- Strong verbal and written communication skills
- Program/project management skills
- Financial and business acumen
- Vendor/contractor management skills
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